How Carrefour is Disrupting Online Grocery with its New Digital Experience
To provide the best digital experience for their customers, Carrefour had to first free themselves from the shackles of an archaic ecommerce solution.
Carrefour Brazil is the French multinational’s largest market outside of France, selling more than 25 million units a year across 817 storefronts.
- 13 million customers
- 30% increase in conversions
- 168% improvement in Net Promoter Score (NPS)
Technology meets innovation to deliver an enhanced customer experience that drives results
As part of it’s digital transformation strategy, Carrefour Brazil undertook an ambitious project to become the country’s leading digital grocery. Accomplishing that goal required deploying a powerful new digital commerce solution, creating a complete migration roadmap, and engaging the right expertise to make such a complex project a success.
It would also require a cultural and process shift from monolithic operations — where the additions of any new functionality could take weeks or even months — to an environment of continuous delivery.
VTEX was chosen for the commerce platform and CI&T was tapped to lead the transformation effort. The net result? An on-time migration delivery that resulted in a 30% improvement in order conversion and a whopping 168% improvement in Net Promoter Score (NPS) while establishing a customer-centric, agile, and scalable architecture for future digital growth.
“The new platform raises the bar for Carrefour, with customer-centric processes and decisions. Our consumers’ omnichannel experience is not just a trend that we have followed, but the empowerment of consumers who want options in how to do their shopping. Furthermore, this is a significant step in Carrefour’s growth plans in e-commerce, in line with the company’s entire digitalization strategy in the country, which has been evolving rapidly in recent months”Paulo Farroco, CIO of Carrefour
In this case study you’ll get an inside glimpse of how this project, in partnership with CI&T, resulted in Carrefour’s groundbreaking transformation. This commerce story will uncover:
- How Carrefour delivered a complete ecommerce platform migration in just 5 months
- The cultural and technical innovations that formed the foundation of the project’s success
- How Carrefour optimized operational processes to enable better customer experiences.